Route refund requests from Gorgias using a Claude Code skill

mkdir -p .claude/skills/refund-routing/{templates,references}

.claude/skills/refund-routing/
├── SKILL.md                          # workflow guidelines + config
├── templates/
│   └── classification-prompt.md      # prompt for refund intent detection
└── references/
    └── gorgias-tickets-api.md        # Gorgias API patterns

---
name: refund-routing
description: Identify refund and return requests in unrouted Gorgias tickets using Claude, then assign them to the refund team and apply a tag via the Gorgias API.
disable-model-invocation: true
allowed-tools: Bash, Read
---
 
## Goal
 
Fetch unrouted open tickets from Gorgias, classify each one for refund/return intent using Claude (Haiku), and route matches to the refund team with a tag.
 
## Configuration
 
Read these environment variables:
 
- `GORGIAS_DOMAIN` — your Gorgias subdomain (required)
- `GORGIAS_EMAIL` — Gorgias account email for API auth (required)
- `GORGIAS_API_KEY` — Gorgias API key (required)
- `ANTHROPIC_API_KEY` — Anthropic API key for classification (required)
 
Default refund team name: "Refund Team". Default tag: "refund-request". The user may request different values.
 
## Workflow
 
1. Validate that all required env vars are set. If any are missing, print which ones and exit.
2. Fetch open tickets from Gorgias. See `references/gorgias-tickets-api.md` for the endpoint.
3. Filter to tickets with no team assignment and no existing `refund-request` tag.
4. For each ticket, read the subject and first 500 characters of the message body.
5. Call Claude (Haiku) with the classification prompt from `templates/classification-prompt.md` to determine if the ticket is a refund, return, or neither.
6. For tickets classified as REFUND or RETURN, assign to the refund team and merge the `refund-request` tag via `PUT /tickets/{id}`.
7. Print a summary of classified and routed tickets.
 
## Important notes
 
- The Gorgias `PUT /tickets/{id}` endpoint REPLACES the entire tags array. Fetch current tags first, merge `refund-request`, then PUT the combined list.
- The team assignment uses `assignee_team.name` in the PUT body. The name must match exactly what's configured in Gorgias Settings > Teams.
- Use claude-haiku-4-5 for classification — it's fast (~$0.001 per ticket) and accurate for binary classification.
- Rate limit: Gorgias allows roughly 2 requests per second.
- Use the `requests` library for Gorgias and `anthropic` for Claude. Install with pip if needed.

# Refund Intent Classification Prompt
 
Use this prompt when calling Claude to classify a ticket.
 
## Prompt
 
```
You are a support ticket classifier. Determine if this ticket is a refund or return request.
 
Subject: {subject}
Body (first 500 chars): {body}
 
Reply with exactly one of:
- REFUND — customer wants money back, a refund, store credit, or reimbursement
- RETURN — customer wants to return, exchange, or replace an item
- NOT_REFUND — ticket is not about refunds or returns
 
Reply with only the label, nothing else.
```
 
## Notes
 
- Use `claude-haiku-4-5-20251001` as the model.
- Set `max_tokens: 20` — the response is a single word.
- Parse the response: if it contains "REFUND" or "RETURN", route the ticket.

# Gorgias Tickets API Reference
 
## Authentication
 
All requests use HTTP Basic Auth:
- Username: `GORGIAS_EMAIL`
- Password: `GORGIAS_API_KEY`
- Base URL: `https://{GORGIAS_DOMAIN}.gorgias.com/api`
 
## List open tickets
 
**Request:**
 
```
GET /api/tickets?status=open&limit=50
```
 
**Response shape:**
 
```json
{
  "data": [
    {
      "id": 14301,
      "subject": "I want a refund for order #7821",
      "status": "open",
      "assignee_team": null,
      "requester": {
        "id": 678,
        "firstname": "Sarah",
        "email": "sarah@example.com"
      },
      "tags": [],
      "messages": [
        {
          "id": 99001,
          "body_text": "Hi, I received my order but the item is damaged...",
          "source": { "type": "email" }
        }
      ]
    }
  ]
}
```
 
- Filter for `assignee_team == null` to find unrouted tickets.
- Filter out tickets that already have the `refund-request` tag.
 
## Update a ticket (assign team + tag)
 
**Request:**
 
```
PUT /api/tickets/{ticket_id}
Content-Type: application/json
```
 
**IMPORTANT:** The `tags` field REPLACES the entire array. Fetch current tags, merge in `refund-request`, then PUT the combined list.
 
**Body:**
 
```json
{
  "assignee_team": { "name": "Refund Team" },
  "tags": [
    { "name": "existing-tag" },
    { "name": "refund-request" }
  ]
}
```

/refund-routing

Fetching unrouted open tickets...
Found 12 unrouted tickets to check
 
  #14301  "I want a refund for order #7821"       →  routed (REFUND)
  #14305  "Where is my package?"                   →  skipped (not a refund)
  #14308  "This arrived broken, I want my money"   →  routed (REFUND)
  #14312  "Can I exchange for a different size"     →  routed (RETURN)
 
Routed 3 of 12 tickets to Refund Team.

# Run every 30 minutes during business hours
*/30 8-18 * * 1-5 cd /path/to/your/project && claude -p "Run /refund-routing" --allowedTools 'Bash(*)' 'Read(*)'

name: Refund Request Routing
on:
  schedule:
    - cron: '*/30 13-22 * * 1-5'  # 8 AM-5 PM ET, weekdays
  workflow_dispatch: {}
jobs:
  route:
    runs-on: ubuntu-latest
    steps:
      - uses: actions/checkout@v4
      - uses: anthropics/claude-code-action@v1
        with:
          prompt: "Run /refund-routing"
          allowed_tools: "Bash(*),Read(*)"
        env:
          ANTHROPIC_API_KEY: ${{ secrets.ANTHROPIC_API_KEY }}
          GORGIAS_DOMAIN: ${{ secrets.GORGIAS_DOMAIN }}
          GORGIAS_EMAIL: ${{ secrets.GORGIAS_EMAIL }}
          GORGIAS_API_KEY: ${{ secrets.GORGIAS_API_KEY }}